CN105590447A - Vehicle service method and system - Google Patents
Vehicle service method and system Download PDFInfo
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- CN105590447A CN105590447A CN201410579939.8A CN201410579939A CN105590447A CN 105590447 A CN105590447 A CN 105590447A CN 201410579939 A CN201410579939 A CN 201410579939A CN 105590447 A CN105590447 A CN 105590447A
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Abstract
The invention discloses a vehicle service system and method. A network management platform receives vehicle state data reported by a vehicle-mounted client of a vehicle; the vehicle state data are forwarded, the strategy analysis platform obtains a vehicle service strategy based on the vehicle state data and sends the vehicle service strategy to the network management platform; and the network management platform provides a corresponding service for a user of the vehicle according to the vehicle service strategy provided by the strategy analysis platform. According to the vehicle service system, the vehicle state data can be obtained automatically and the corresponding vehicle service strategy can be selected automatically and the user does not need to describe integrated information of the vehicle by means of voice communication with lots of time and labor, so that the vehicle service efficiency is improved. Meanwhile, according to the vehicle state data, the corresponding vehicle service strategy is selected automatically, so that a problem that inconsistent service strategies are provided due to different understanding by existing different manual service agents can be solved and thus the satisfaction of the user experience is further improved.
Description
Technical field
The present invention relates to a kind of vehicle service method and system of intelligence.
Background technology
Existing traditional car the Internet services center, or the manual service mode based on single channel, and car connectionThere is very large difference in net service centre with common liaison centre on application scenarios, is mainly reflected in some:
1. the user overwhelming majority at car the Internet services center in case of emergency contacts customer service, such as carFault, accident and various environment path problems etc.;
2. vehicle part is many, complex structure, and single channel cannot be timely and effectively by vehicle condition and environment feelingsCondition feeds back to client service center;
3. user is difficult to accurately various phenomenons are described clearly as layman, links up inefficiencyCan cause problem cannot be resolved for a long time;
Based on These characteristics, traditional single voice channel in car the Internet services center is difficult to obtain in time currentThe integrated information of user's vehicle, efficiency is low; Manual service quality is with the subjectivity element of user and customer service representative simultaneouslyMatter has much relations, and user is difficult to get fast in time from traditional car the Internet services center, accurately comprehensiveAnd unified consistent service.
Summary of the invention
The main technical problem to be solved in the present invention is, a kind of vehicle service method and system are provided, and solves existingThere is the car the Internet services central store low and service quality is unstable in efficiency of service, cause poor user experienceProblem.
For solving the problems of the technologies described above, the invention provides a kind of vehicle service method, comprising:
The vehicle status data that the vehicle-mounted client of network management platform reception vehicle reports, by this vehicle shapeState data retransmission is to analysis of strategies platform;
Described analysis of strategies platform obtains vehicle service strategy based on described vehicle status data, and by this vehicleService strategy sends to described network management platform;
The vehicle service strategy that described network management platform provides according to described analysis of strategies platform is described vehicleVehicle user corresponding service is provided.
In an embodiment of the present invention, described analysis of strategies platform carries out based on described vehicle status dataProcessing obtains vehicle service strategy and comprises:
Analysis of strategies platform obtains pre-stored analysis strategy, according to described analysis strategy and described vehicle shapeState data obtain described vehicle service strategy;
Or analysis of strategies platform obtains the user profile of described vehicle and pre-stored analysis strategy, rootObtain described vehicle service strategy according to described user profile, analysis strategy and described vehicle status data;
Or analysis of strategies platform obtains the historical vehicle status data of described vehicle and pre-stored analysisStrategy, described in obtaining according to described historical vehicle status data, analysis strategy and described vehicle status dataVehicle service strategy;
Or analysis of strategies platform obtains the historical vehicle status data, user profile of described vehicle and in advanceThe analysis strategy of storage, according to described historical vehicle status data, user profile, analysis strategy and described inVehicle status data obtains described vehicle service strategy.
In an embodiment of the present invention, before described network management platform receives described vehicle status data,The data that receive described vehicle-mounted client transmission report request, and described data report request to comprise vehicle accountInformation, or also comprise the contact details of vehicle user, programmed emergency information with the binding of described vehicle;
Or, in advance described analysis of strategies platform store car user's contact details, with described vehicle bindingProgrammed emergency information.
In an embodiment of the present invention, described vehicle service strategy comprises the service strategy of attending a banquet, self-service clothesBusiness strategy and emergency services strategy;
The vehicle service strategy that described network management platform receives is when attending a banquet service strategy, according to described carUser's contact details are connected the communication terminal of described vehicle user and the platform of attending a banquet; Or also by described carThe platform of attending a banquet described in status data offers;
When the vehicle service strategy that described network management platform receives is Self-Service strategy, according to described carUser's contact details are connected to self-service platform by the communication terminal of described vehicle user and enter correspondingInteractive voice answering operation flow;
When the vehicle service strategy that described network management platform receives is emergency services, according to described urgentBe that people's information contacts the contact person who binds with described vehicle automatically, or automatic according to described programmed emergency informationAfter the contact person of contact and the binding of described vehicle, also further according to the contact details of described vehicle user by instituteStating the communication terminal of vehicle user connects with the platform of attending a banquet.
In an embodiment of the present invention, described vehicle status data comprises: the positional information of vehicle, innerJourney information, tire pressure, velocity information, water temperature information, water level information, transmitter status information and drivingAt least one in the data message of recorder record.
In order to address the above problem, the present invention also provides a kind of vehicle service system, comprises that network management is flatPlatform, analysis of strategies platform;
The vehicle status data that described network management platform reports for receiving the vehicle-mounted client of vehicle, willThis vehicle status data is transmitted to described analysis of strategies platform; And for carrying according to described analysis of strategies platformThe vehicle user that the vehicle service strategy of confession is described vehicle provides corresponding service;
Described analysis of strategies platform is used for obtaining vehicle service strategy based on described vehicle status data, and shouldVehicle service strategy sends to described network management platform.
In an embodiment of the present invention, described analysis of strategies platform carries out based on described vehicle status dataProcessing obtains vehicle service strategy and comprises:
Analysis of strategies platform obtains pre-stored analysis strategy, according to described analysis strategy and described vehicle shapeState data obtain described vehicle service strategy;
Or analysis of strategies platform obtains the user profile of described vehicle and pre-stored analysis strategy, rootObtain described vehicle service strategy according to described user profile, analysis strategy and described vehicle status data;
Or analysis of strategies platform obtains the historical vehicle status data of described vehicle and pre-stored analysisStrategy, described in obtaining according to described historical vehicle status data, analysis strategy and described vehicle status dataVehicle service strategy;
Or analysis of strategies platform obtains the historical vehicle status data, user profile of described vehicle and in advanceThe analysis strategy of storage, according to described historical vehicle status data, user profile, analysis strategy and described inVehicle status data obtains described vehicle service strategy.
In an embodiment of the present invention, described network management platform is also for receiving described vehicle-stateBefore data, the data that receive described vehicle-mounted client transmission report request, and described data report in request wrapsDraw together vehicle account information, or also comprise the contact details of vehicle user, with promptly the contacting of described vehicle bindingPeople's information;
Or, described analysis of strategies platform also for the contact details of pre-stored vehicle user, with described vehicleThe programmed emergency information of binding.
In an embodiment of the present invention, described vehicle service strategy comprises the service strategy of attending a banquet, self-service clothesBusiness strategy and emergency services strategy; Described vehicle service system also comprises attend a banquet platform and self-service business platform;
The vehicle service strategy that described network management platform receives is when attending a banquet service strategy, according to described carUser's contact details by the communication terminal of described vehicle user with described in the platform of attending a banquet connect; Or also by instituteState the vehicle status data platform of attending a banquet described in offering;
When the vehicle service strategy that described network management platform receives is Self-Service strategy, according to described carUser's contact details by the communication terminal of described vehicle user be connected to described self-service platform enter rightThe interactive voice answering operation flow of answering;
When the vehicle service strategy that described network management platform receives is emergency services, according to described urgentBe that people's information contacts the contact person who binds with described vehicle automatically, or automatic according to described programmed emergency informationAfter the contact person of contact and the binding of described vehicle, also further according to the contact details of described vehicle user by instituteThe communication terminal of stating vehicle user with described in the platform of attending a banquet connect.
In an embodiment of the present invention, described vehicle status data comprises: the positional information of vehicle, innerJourney information, tire pressure, velocity information, water temperature information, water level information, transmitter status information and drivingAt least one in the data message of recorder record.
The invention has the beneficial effects as follows:
Vehicle service system and method provided by the invention, network management platform receives the vehicle-mounted client of vehicleThe vehicle status data reporting, is transmitted to this vehicle status data, and analysis of strategies platform is based on this vehicleStatus data obtains vehicle service strategy, and this vehicle service strategy is sent to network management platform; NetworkThe vehicle user that the vehicle service strategy that management platform provides according to analysis of strategies platform is vehicle provides correspondingService. The status data visible, vehicle service system of the present invention can automatic acquisition vehicle, and choosing automaticallySelect corresponding vehicle service strategy, the description car that does not need user to waste time and energy by the mode of voice communicationIntegrated information, therefore can lifting vehicle the efficiency of service, and avoid causing because of user profile mistakeVariety of issue; Meanwhile, automatically select corresponding vehicle service strategy according to this vehicle status data, avoidExisting different operator attendance provides the problem of inconsistent service strategy because understanding difference, further promoteThe satisfaction that user experiences.
Brief description of the drawings
The Vehicular system structural representation that Fig. 1 provides for the embodiment of the present invention one;
The vehicle service method flow schematic diagram that Fig. 2 provides for the embodiment of the present invention two;
The vehicle service method flow schematic diagram that Fig. 3 provides for the embodiment of the present invention three.
Detailed description of the invention
By reference to the accompanying drawings the present invention is described in further detail below by detailed description of the invention.
Embodiment mono-:
Shown in Figure 1, the Vehicular system that the present embodiment provides comprise vehicle end communication system 1 and afterThe vehicle service system 2 of you, wherein, the communication system 1 of vehicle end comprises vehicle-mounted client 11 and communicates by letterTerminal 12 (can be the voice terminals such as the mobile phone of vehicle user); The vehicle service system 2 of background end comprises netNetwork management platform 22, analysis of strategies platform 24; Also can further comprise that attend a banquet platform 21 and self-service business are flatPlatform 23; Concrete:
Vehicle-mounted client 11 is arranged on vehicle, for obtaining the vehicle status data of vehicle, this vehicle-stateData comprise positional information, mileage information, tire pressure, velocity information, water temperature information, the water level of vehicleAt least one in the data message of information, transmitter status information and drive recorder record; Specifically can lead toCross with vehicle on navigation system, mileage metering system, system for detecting tire pressure, speed management system, water pipeReason system, engine supervisory system and drive recorder communication connection get corresponding data; Vehicle-mounted visitorFamily end 11 is also for sending to network management platform 22 by the vehicle status data of obtaining by internet; Certainly,Except interconnected network mode, also can be by communication modes such as WIFI, bluetooth, NFC by this vehicle status dataSend to network management platform 22;
Communication terminal 12 is mainly used in providing voice communication channel, by this channel vehicle user can with attend a banquetPlatform 21 or self-service business platform 23 are effectively linked up; This terminal can be that the mobile phone of vehicle user is wholeEnd can be also car phone etc.;
The product platform that network management platform 22 is vehicle service system 2, can provide communication; ExampleSet up logical as it can pass through the communication modes such as interconnected network mode, WIFI, bluetooth, NFC and vehicle-mounted client 11Letter connects, the vehicle status data sending over to receive vehicle-mounted client 11; This vehicle status data is turnedIssue analysis of strategies platform 24; And also enter based on this vehicle status data for receiving analysis of strategies platform 24The vehicle service strategy obtaining after row analyzing and processing, provides corresponding according to this vehicle service strategy for vehicle userService;
Analysis of strategies platform 24 is for the vehicle-state number receiving and storage network management platform 22 forwardsAccording to, carry out analyzing and processing based on this vehicle status data and obtain corresponding vehicle service strategy, and by this vehicleService strategy sends to described network management platform 22;
Attend a banquet platform 21 for connecting the communication terminal 12 of vehicle user, set up the voice communication with vehicle userChannel carries out corresponding voice communication;
Self-service business platform 23 is mainly used in providing all kinds of Self-Services, comprises the communication end of connecting vehicle userEnd 12, sets up with the voice communication channel of vehicle user and enters corresponding interactive voice answering (IVR) businessFlow process.
Concrete, the analysis of strategies platform 24 in the present embodiment is processed and is obtained car based on vehicle status dataService strategy comprises:
Analysis of strategies platform 24 obtains pre-stored analysis strategy, according to this analysis strategy and vehicle-state numberAccording to obtaining vehicle service strategy;
Or,
The user profile that analysis of strategies platform 24 obtains vehicle (comprises user's sex, age, healthy shapeAt least one in state etc.) and pre-stored analysis strategy, according to user profile, analysis strategy andVehicle status data obtains described vehicle service strategy;
Or,
Analysis of strategies platform 24 obtains the historical vehicle status data of vehicle and pre-stored analysis strategy,Obtain described vehicle service strategy according to historical vehicle status data, analysis strategy and vehicle status data;
Or,
Analysis of strategies platform 24 obtains historical vehicle status data, the user profile and pre-stored of vehicleAnalysis strategy, obtains according to historical vehicle status data, user profile, analysis strategy and vehicle status dataTo vehicle service strategy.
In the present embodiment, network management platform 22 is also for the vehicle-mounted client 11 of vehicle sends receivingBefore vehicle status data, receive the data that this vehicle-mounted client 11 sends and report request, in these data, submit a report asking forAsk and comprise essential vehicle account information (user name, password etc.), or also comprise following non-essential information:The contact details of vehicle user, with the programmed emergency information of vehicle binding;
Or analysis of strategies platform 24 in the present embodiment also for the contact details of pre-stored vehicle user, withThe programmed emergency information of vehicle binding; The data that are subject to when network management platform 22 report and in request, comprise carUser's contact details, during with the programmed emergency information of vehicle binding, report request to comprise with these dataBe as the criterion, otherwise with in analysis of strategies platform 24 storage being as the criterion.
In the present embodiment, vehicle service strategy comprises the service strategy of attending a banquet, Self-Service strategy and emergency servicesStrategy;
The vehicle service strategy that network management platform 22 receives is when attending a banquet service strategy, according to vehicle userContact details the voice terminal of vehicle user and the platform 21 of attending a banquet are connected to the stream that enters artificial speech serviceJourney. In this process, also the vehicle status data of this vehicle can be offered to the platform 21 of attending a banquet and connect to be shown toWords person carries out reference in the time providing voice service for vehicle user for the person of answering, make the person of answering can beIn the very first time, grasp comprehensively and accurately in time vehicle-state, improve specific aim and the interactive efficiency of service.
When the vehicle service strategy that network management platform 22 receives is Self-Service strategy, according to vehicle userContact details the voice terminal of vehicle user be connected to self-service platform enter corresponding interactive voiceAnswering service flow process;
When the vehicle service strategy that network management platform 22 receives is emergency services, believe according to programmed emergencyBreath contacts the contact person with vehicle binding automatically; This automatic contact method can be automatic call, automatically sendNote or multimedia message, automatically send at least one in mail etc.; Or automatically contact according to programmed emergency informationAfter the contact person of vehicle binding, also further according to the contact details of vehicle user by the voice of vehicle userTerminal is connected with the platform 21 of attending a banquet, so that necessary emergency services to be provided.
In the present embodiment, a key can be set in vehicle-mounted client 11 and trigger case, vehicle user can a keyTrigger, vehicle-mounted client 11 can just be obtained the vehicle status data of vehicle and send to network pipe after triggeringPat platform 22; Or vehicle-mounted client 11 also can be according to default time interval automatic acquisition and to network pipePat platform 22 and send vehicle status data. It is tight that vehicle-mounted client 11 in the present embodiment can also arrange a keySuddenly seek help, vehicle user can be sought help by an one-key emergent, and that vehicle-mounted client 11 is connected to network management is flat for buttonPlatform 22, vehicle-mounted client 11 is obtained vehicle status data simultaneously and is sent to network management platform 22. When logicalCross an one-key emergent seek help button trigger time, the data that send to network management platform 22 report in request and also can wrapDraw together flash appeal mark, so that analysis of strategies platform 24 subsequent analysis are used.
Embodiment bis-:
Vehicle service method shown in Figure 2, the present embodiment provides, comprising:
Step 201: the vehicle-mounted client of vehicle is obtained vehicle status data and issued network management platform;
Step 202: the vehicle status data that the vehicle-mounted client of network management platform reception vehicle reports, willThis vehicle status data is transmitted to analysis of strategies platform;
Step 203: analysis of strategies platform obtains vehicle service strategy based on vehicle status data, and by this vehicleService strategy sends to network management platform;
Step 204: the car that the vehicle service strategy that network management platform provides according to analysis of strategies platform is vehicleUser provides corresponding service.
The vehicle status data that vehicle-mounted client in above-mentioned steps 201 is obtained comprise vehicle positional information,Mileage information, tire pressure, velocity information, water temperature information, water level information, transmitter status information and rowAt least one in the data message of car recorder record; Specifically can by with vehicle on navigation system, innerJourney metering system, system for detecting tire pressure, speed management system, water management system, engine supervisory system withAnd drive recorder communication connection gets corresponding data; Vehicle-mounted client is also for by the vehicle shape obtainingState data send to network management platform by internet; Certainly,, except interconnected network mode, also can pass throughThis vehicle status data is sent to network management platform by the communication modes such as WIFI, bluetooth, NFC.
In above-mentioned steps 203, analysis of strategies platform obtains vehicle service strategy based on vehicle status data and comprises:
Analysis of strategies platform obtains pre-stored analysis strategy, according to this analysis strategy and vehicle status dataObtain vehicle service strategy;
Or,
The user profile that analysis of strategies platform obtains vehicle (comprises user's sex, age, health statesDeng at least one) and pre-stored analysis strategy, according to user profile, analysis strategy and carStatus data obtains described vehicle service strategy;
Or,
Analysis of strategies platform obtains the historical vehicle status data of vehicle and pre-stored analysis strategy, rootObtain described vehicle service strategy according to historical vehicle status data, analysis strategy and vehicle status data;
Or,
Analysis of strategies platform obtains historical vehicle status data, user profile and pre-stored the dividing of vehicleAnalyse strategy, obtain according to historical vehicle status data, user profile, analysis strategy and vehicle status dataVehicle service strategy.
In the present embodiment, before above-mentioned steps 202, be also that network management platform is receiving the vehicle-mounted of vehicleBefore the vehicle status data that client sends, also comprise that the data that receive vehicle-mounted client transmission report request,These data report request to comprise essential vehicle account information (user name, password etc.), or also comprise followingNon-essential information: the contact details of vehicle user, with the programmed emergency information of vehicle binding;
Or analysis of strategies platform in the present embodiment also pre-stored vehicle user contact details, tie up with vehicleFixed programmed emergency information; The data that are subject to when network management platform report and in request, comprise vehicle userContact details, during with the programmed emergency information of vehicle binding, report with these data being as the criterion that request comprises,Otherwise with being as the criterion of storing in analysis of strategies platform.
In the present embodiment, network management platform receives that data report after request, can be to vehicle-mounted client feedbackResponse, can comprise the instruction of which status data of the vehicle-mounted client upload of requirement, and this refers in this response messageShow and can be obtained from analysis of strategies platform by network management platform.
In the present embodiment, vehicle service strategy comprises the service strategy of attending a banquet, Self-Service strategy and emergency servicesStrategy; In above-mentioned steps 204, network management platform comprises for vehicle user provides the process of service:
The vehicle service strategy that network management platform receives is when attending a banquet service strategy, according to vehicle userContact details connect with the platform of attending a banquet the flow process that enters artificial speech and serve by the voice terminal of vehicle user (shouldConnection process can comprise connection voice terminal and the platform of attending a banquet after initiating operator attendance queues up, queues up successfully). ?In this process, also the vehicle status data of this vehicle can be offered to the platform of attending a banquet to be shown to the person of answering, withIn the time providing voice service for vehicle user, carry out reference for the person of answering, make the person of answering can be in the very first timeInside grasp comprehensively and accurately in time vehicle-state, improve specific aim and the interactive efficiency of service.
When the vehicle service strategy that network management platform receives is Self-Service strategy, according to vehicle userContact details by the voice terminal of vehicle user be connected to self-service platform enter corresponding interactive voice shouldAnswer operation flow.
When the vehicle service strategy that network management platform receives is emergency services, according to programmed emergency informationAutomatically the contact person of contact and vehicle binding; This automatic contact method can be automatic call, automatically send shortLetter or multimedia message, automatically send at least one in mail etc.; Or according to programmed emergency information automatically contact withAfter the contact person of vehicle binding, also further according to the contact details of vehicle user by the voice of vehicle user eventuallyEnd is connected with the platform of attending a banquet, so that necessary emergency services to be provided.
In the present embodiment, a key can be set in vehicle-mounted client and trigger case, vehicle user can be touched by a keySend out, vehicle-mounted client can just be obtained the vehicle status data of vehicle and send to network management flat after triggeringPlatform; Or vehicle-mounted client also can and be sent out to network management platform according to default time interval automatic acquisitionSend vehicle status data. Vehicle-mounted client in the present embodiment can also arrange an one-key emergent and seek help, and vehicle is usedButton can be sought help by vehicle-mounted client connection network management platform by an one-key emergent in family, and vehicle-mounted client is sameIn time, obtains vehicle status data and sends to network management platform. In the time that the button of seeking help by an one-key emergent triggers,The data that send to network management platform report in request also can comprise flash appeal mark, so that strategy pointAnalysing platform subsequent analysis uses.
Embodiment tri-:
For a better understanding of the present invention, below in conjunction with a concrete instantiation procedure, the present invention is done furtherExemplary explanation. Shown in Figure 3, comprising:
Step 301: vehicle-mounted client is initiated data to network management platform and reported request, and request field comprises mustSelect information as vehicle account information (comprising user name, password etc.); Certainly also can comprise COS mark (bagDraw together the types such as flash appeal, inquiry, vehicle trouble) and other optional informations, as the contact letter of vehicle userBreath, with the programmed emergency information of described vehicle binding, also can comprise vehicle ID; Certainly, vehicle ID also canIn the vehicle status data reporting, comprise; COS in the present embodiment is designated user by vehicle-mounted visitorFamily Duan Xiang liaison centre asks the mark of which kind of service, specifically can be different by setting in vehicle-mounted clientButton allow user can one key send oneself COS request; It can be used as one in subsequent analysis strategyIndividual coupling latitude. But should be understood that it is not a necessary latitude in analysis strategy, should at someCan not send any COS with user under scene.
Step 302: network management platform receive data report ask and authenticate by rear by certification accountRegistration database on query strategy analysis platform obtains the log-on message of user and vehicle as user's connection of bindingBe third party's number, vehicle ID of number, programmed emergency etc., as data report the optional letter in requestBreath has been brought platform into and will be reported the information of request to be as the criterion with data, subsequent step to read these information withDetermine processing policy;
Step 303: network management platform inquires about by vehicle ID information the required state providing of this vehicle that obtainsData message, and require to upload the status data of appointment to vehicle-mounted client;
Step 304: vehicle-mounted client requires to collect and upload the vehicle-state number of appointment according to network management platformAccording to;
Step 305: deposit after the vehicle status data that analysis of strategies platform receiving network managing platform forwardsStorage, and carry out according to pre-configured analysis strategy in conjunction with data such as historical vehicle status data, user profileComprehensive analysis obtains vehicle service strategy; For example specifically can combine according to the analysis strategy shown in following table oneClose analysis confirmation:
Table one
| Vehicle-state | Service identifiers | Customer grade | Processing policy |
| All normal | Flash appeal | * | Flash appeal |
| All normal | Inquiry | * | Self-Service |
| All normal | Vehicle trouble | VIP client | Manual service |
| Undesired | * | VIP client | Manual service |
| Undesired | * | Normal client | Manual service |
In above-mentioned table one, * represents to be indifferent to this dimension, be to be understood that time, analysis strategy is not limited in above-mentionedStrategy shown in form one, can also expand as required or cut down latitude attribute field (for example can be byClient registers at least one deletion in field or service identifiers field, or increases priority processing fieldDeng).
Step 306: judge that vehicle service strategy is to provide manual service, Self-Service or emergency services;
Step 307: if vehicle service strategy is Self-Service, i.e. user's request business has complete self-service clothesBusiness flow process, network management platform makes a call to user's contact number so, and after access success, access is specifiedPersonalized IVR flow process Self-Service is provided.
Step 308: if vehicle service strategy is emergency services, user requires to carry out flash appeal, networkThird party's emergency numbers that management platform is answered taking-up carries out outgoing call or transmitting short message, and can be further by userAnd the status data of vehicle sends to third party's emergency numbers, simultaneously by user speech terminal access manual position;
Step 309: if vehicle service strategy is manual service, network management platform will be by named policer soInitiation manual position is queued up, the calling position by user and vehicle critical data and user's need of queuing up successfully afterwardsAsk anticipation result to bring agent service interface into;
Step 310: then initiatively outgoing call user contact number of network management platform;
Step 311: system UNICOM speech channel after user's contact number call through, set up the language of user with seatSound session.
Visible, intelligent vehicle service system provided by the invention at least possesses following advantage:
1. data channel and voice channel have been carried out to organic integration, vehicle user can be led to simultaneouslyCross two kinds of channels and set up and communicate by letter with service system, interactive efficiency is significantly improved;
2. an automatic collection vehicle status data information, than passing through by simple that user speech obtains alternatelyData are more accurate, specialty, comprehensive and quick, are conducive to service system and customer service and represent anticipation user's requestAnd provide targetedly service;
3. user, without dialing numbers, only need carry out a key operation, service system in vehicle-mounted clientAutomatically complete a series of actions such as request-reply, data summarizing and reporting, data preparation, queuing, phone callback,Greatly having promoted user experiences and perception;
4. a urgent key pattern of seeking help can in case of emergency be initiated a key and seeks help, service system also can fromThe moving follow-up high priority flow processing of seeking help of carrying out, fast complete seeking help request of response user fast, and togetherTime send early warning to reserved third party.
Above content is in conjunction with concrete embodiment further description made for the present invention, can not recognizeDetermine specific embodiment of the invention and be confined to these explanations. For the ordinary skill of the technical field of the inventionPersonnel, without departing from the inventive concept of the premise, can also make some simple deduction or replace,All should be considered as belonging to protection scope of the present invention.
Claims (10)
1. a vehicle service method, is characterized in that, comprising:
The vehicle status data that the vehicle-mounted client of network management platform reception vehicle reports, by this vehicle shapeState data retransmission is to analysis of strategies platform;
Described analysis of strategies platform obtains vehicle service strategy based on described vehicle status data, and by this vehicleService strategy sends to described network management platform;
The vehicle service strategy that described network management platform provides according to described analysis of strategies platform is described vehicleVehicle user corresponding service is provided.
2. vehicle service method as claimed in claim 1, is characterized in that, described analysis of strategies are flatStylobate is processed and is obtained vehicle service strategy and comprise in described vehicle status data:
Analysis of strategies platform obtains pre-stored analysis strategy, according to described analysis strategy and described vehicle shapeState data obtain described vehicle service strategy;
Or analysis of strategies platform obtains the user profile of described vehicle and pre-stored analysis strategy, rootObtain described vehicle service strategy according to described user profile, analysis strategy and described vehicle status data;
Or analysis of strategies platform obtains the historical vehicle status data of described vehicle and pre-stored analysisStrategy, described in obtaining according to described historical vehicle status data, analysis strategy and described vehicle status dataVehicle service strategy;
Or analysis of strategies platform obtains the historical vehicle status data, user profile of described vehicle and in advanceThe analysis strategy of storage, according to described historical vehicle status data, user profile, analysis strategy and described inVehicle status data obtains described vehicle service strategy.
3. vehicle service method as claimed in claim 1 or 2, is characterized in that, described network pipePat before platform receives described vehicle status data, receive the data that described vehicle-mounted client sends and report request,Described data report request to comprise vehicle account information, or also comprise contact details and the institute of vehicle userState the programmed emergency information of vehicle binding;
Or, in advance described analysis of strategies platform store car user's contact details, with described vehicle bindingProgrammed emergency information.
4. vehicle service method as claimed in claim 3, is characterized in that, described vehicle service planSlightly comprise the service strategy of attending a banquet, autonomous service strategy and emergency services strategy;
The vehicle service strategy that described network management platform receives is when attending a banquet service strategy, according to described carUser's contact details are connected the voice terminal of described vehicle user and the platform of attending a banquet; Or also by described carThe platform of attending a banquet described in status data offers;
When the vehicle service strategy that described network management platform receives is autonomous service strategy, according to described carUser's contact details are connected to autonomous service platform by the voice terminal of described vehicle user and enter correspondingInteractive voice answering operation flow;
When the vehicle service strategy that described network management platform receives is emergency services, according to described urgentBe that people's information contacts the contact person who binds with described vehicle automatically, or automatic according to described programmed emergency informationAfter the contact person of contact and the binding of described vehicle, also further according to the contact details of described vehicle user by instituteStating the voice terminal of vehicle user connects with the platform of attending a banquet.
5. vehicle service method as claimed in claim 1 or 2, is characterized in that, described vehicle shapeState data comprise: the identifying information of vehicle, positional information, mileage information, tire pressure, velocity information,In the data message of water temperature information, water level information, transmitter status information and drive recorder record at leastA kind of.
6. a vehicle service system, is characterized in that, comprises network management platform, analysis of strategies platform;
The vehicle status data that described network management platform reports for receiving the vehicle-mounted client of vehicle, willThis vehicle status data is transmitted to described analysis of strategies platform; And for carrying according to described analysis of strategies platformThe vehicle user that the vehicle service strategy of confession is described vehicle provides corresponding service;
Described analysis of strategies platform is used for obtaining vehicle service strategy based on described vehicle status data, and shouldVehicle service strategy sends to described network management platform.
7. vehicle service system as claimed in claim 6, is characterized in that, described analysis of strategies are flatStylobate is processed and is obtained vehicle service strategy and comprise in described vehicle status data:
Analysis of strategies platform obtains pre-stored analysis strategy, according to described analysis strategy and described vehicle shapeState data obtain described vehicle service strategy;
Or analysis of strategies platform obtains the user profile of described vehicle and pre-stored analysis strategy, rootObtain described vehicle service strategy according to described user profile, analysis strategy and described vehicle status data;
Or analysis of strategies platform obtains the historical vehicle status data of described vehicle and pre-stored analysisStrategy, described in obtaining according to described historical vehicle status data, analysis strategy and described vehicle status dataVehicle service strategy;
Or analysis of strategies platform obtains the historical vehicle status data, user profile of described vehicle and in advanceThe analysis strategy of storage, according to described historical vehicle status data, user profile, analysis strategy and described inVehicle status data obtains described vehicle service strategy.
8. the vehicle service system as described in claim 6 or 7, is characterized in that, described network pipePat platform also for before receiving described vehicle status data, receive the data that described vehicle-mounted client sendsReport request, described data report request to comprise vehicle account information, or also comprise the contact of vehicle userInformation, with the programmed emergency information of described vehicle binding;
Or, described analysis of strategies platform also for the contact details of pre-stored vehicle user, with described vehicleThe programmed emergency information of binding.
9. vehicle service system as claimed in claim 8, is characterized in that, described vehicle service planSlightly comprise the service strategy of attending a banquet, autonomous service strategy and emergency services strategy; Described vehicle service system is also wrappedDraw together attend a banquet platform and autonomous business platform;
The vehicle service strategy that described network management platform receives is when attending a banquet service strategy, according to described carUser's contact details by the voice terminal of described vehicle user with described in the platform of attending a banquet connect; Or also by instituteState the vehicle status data platform of attending a banquet described in offering;
When the vehicle service strategy that described network management platform receives is autonomous service strategy, according to described carUser's contact details by the voice terminal of described vehicle user be connected to described autonomous service platform enter rightThe interactive voice answering operation flow of answering;
When the vehicle service strategy that described network management platform receives is emergency services, according to described urgentBe that people's information contacts the contact person who binds with described vehicle automatically, or automatic according to described programmed emergency informationAfter the contact person of contact and the binding of described vehicle, also further according to the contact details of described vehicle user by instituteThe voice terminal of stating vehicle user with described in the platform of attending a banquet connect.
10. the vehicle service system as described in claim 6 or 7, is characterized in that, described vehicle shapeState data comprise: the identifying information of vehicle, positional information, mileage information, tire pressure, velocity information,In the data message of water temperature information, water level information, transmitter status information and drive recorder record at leastA kind of.
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